ERPNext WhatsApp Integration - Invoices, Helpdesk 2-Way Inbox & Work Order Updates

No. The ERPPlugs ERPNext-WhatsApp connector uses only stock ERPNext primitives — outgoing webhooks configured in the ERPNext Webhook DocType, and the standard REST API for reads and writes. Nothing is added to your ERPNext instance beyond configuration. This means the connector is safe for Frappe Cloud (where you cannot install custom apps freely), safe for restricted production environments where every custom app has to go through change control, and immune to the app-collision issues that come from installing multiple third-party Frappe apps. The connector operates entirely from Perimattic's cloud, calling ERPNext's REST API with an API token you generate from ERPNext's User settings.

Yes, this is one of the primary use cases. When a customer replies over WhatsApp, the connector checks whether an open HD Ticket exists for that customer + WABA phone number. If yes, the reply is appended as a Communication record on the existing ticket. If no, a new HD Ticket is created via ERPNext's Helpdesk API with the customer's Customer DocType linked, priority set from a keyword-detection rule, and initial description populated with the WhatsApp message body. Your Helpdesk agents work the ticket queue as they normally would in ERPNext; agent replies typed into the Helpdesk UI are pushed back out over WhatsApp automatically. This turns WhatsApp into a first-class ERPNext Helpdesk channel.

Yes. The connector's template renderer resolves any field on any DocType you can address through ERPNext's REST API, including Custom DocTypes and Custom Fields. If you have added a Custom Field called "priority_tier" to your Sales Invoice, the WhatsApp template can interpolate {{ priority_tier }} into the outgoing message. Custom DocType subscriptions are configured the same way as stock DocType subscriptions — you create an ERPNext Webhook pointing at Perimattic's ingest endpoint, and the connector treats the payload identically. This preserves the value of the ERPNext customisations your implementation partner has invested in.

Yes, Frappe Cloud is fully supported. Frappe Cloud restricts which custom apps can be installed, but it does not restrict outgoing webhooks or REST API access, both of which are what the ERPPlugs ERPNext-WhatsApp connector uses. Setup on Frappe Cloud is actually the fastest path because outbound HTTPS is pre-configured and there is no server-side firewall to open. Self-hosted ERPNext instances require you to ensure Perimattic's ingest endpoint is reachable from your ERPNext server's egress — most self-hosted deployments already allow outbound HTTPS to arbitrary destinations, so no extra config is typically required.

On Work Order status changes in the ERPNext Manufacturing module (Draft → Not Started → In Process → Completed → Stopped), the webhook fires and the connector matches the Work Order to a configured WhatsApp group. Group binding is by BOM item, by warehouse, or by production department — you configure the routing rule once in the ERPPlugs dashboard. The message includes the Work Order number, item code, quantity, status, and a link to open the Work Order in ERPNext. This is how modern manufacturing shop floors communicate — WhatsApp is already open on every supervisor's phone, and forcing them into a separate app has never worked in the Indian mid-market.

Yes. ERPNext supports multi-company installations under one instance, and the ERPPlugs ERPNext-WhatsApp connector respects that boundary. Each ERPNext Company DocType can bind to its own WhatsApp Business phone number and its own template set. Sales Invoices tagged to Company A send from A's WABA; Sales Invoices tagged to Company B send from B's WABA. This is important for Indian group structures where separate companies operate under a single ERPNext instance for shared master data but need separate customer-facing sender identities.